Natural language virtual assistants are becoming the go-to solution for organizations looking to enhance their customer experience and provide accurate, consistent and personalized customer service. The flexibility of these smart help solutions make them the perfect match for everything from providing 24/7 self-service options on a website to delivering support on social media platforms to assisting live agents in customer contact centres.

Since 2007, both National Rail Enquiries, the definitive source of customer information for passenger rail services on the National Rail network in the UK, and Motability Operations, the not-for-profit organisation which runs the Motability Car and Powered Wheelchair & Scooter Schemes, have used virtual assistant technology as part of their customer experience strategies with great success.

During this webinar, Kathryn and Maria showed how NRE’s Ask Lisa is providing 24/7 self-service across their website and Facebook pages. Alison focused on how Motability Operations uses the technology internally for knowledge management and support of their advisors within the contact centre.